A CRM system that expects you to do a lot of customizations to make it work as per your needs!
What do you like best about the product?
It's strong integration within the SF ecosystem.
What do you dislike about the product?
Most of the features aren't available out of the box. You have to play around with APIs to get things done.
What problems is the product solving and how is that benefiting you?
We use Service Cloud as a helpdesk solution using which our support team handles customer cases.
Salesforce - “Where customer success begins.”
What do you like best about the product?
Efficiency & Productivity
“What I like best about Salesforce Service Cloud is how it centralizes all customer interactions in one place. It helps agents respond faster, track cases easily, and automate repetitive tasks, which saves a lot of time.”
Customer 360 View
“I really like the 360-degree customer view. Service Cloud gives complete visibility into the customer’s history, preferences, and past issues, which makes it easier to provide personalized and proactive support.”
Automation & AI
“The automation and AI-powered features (like case routing and Einstein AI recommendations) are a game changer. They help reduce manual work and ensure customers get connected to the right agent quickly.”
Omnichannel Support
“I love that Service Cloud supports multiple channels—email, chat, phone, and social—so customers can reach us however they prefer, and agents can manage everything in one system.”
What do you dislike about the product?
Complexity / Learning Curve
“It can feel overwhelming at first because of the wide range of features. The learning curve is steep for new users, and it often requires training to fully leverage its capabilities.”
Customization Effort
“Customization is powerful but sometimes complex. Even simple changes can require admin support or developer expertise, which can slow down adoption.”
Cost
“It’s a bit expensive compared to other solutions, especially when scaling to larger teams or adding advanced features.”
Performance & Navigation
“At times, the system can feel slow or cluttered, and navigating between objects and records takes extra clicks.”
What problems is the product solving and how is that benefiting you?
Problems Service Cloud Solves:
Fragmented customer interactions across channels (email, phone, chat, social).
Lack of visibility into customer history, open issues, and account health.
Delays in case resolution due to manual routing and tracking.
Difficulty in scaling support as customer base grows.
How it Benefits Customer Success Teams:
Provides a 360° customer view, so success managers and support teams can see past cases, product usage, and interactions in one place.
Omnichannel case management ensures customers can reach out through any channel, while agents handle everything from a single console.
Automation & AI (Einstein) route cases to the right teams quickly and suggest solutions, reducing resolution times.
Helps proactively identify at-risk accounts by tracking issues, escalations, and customer sentiment, which improves retention.
Overall, it strengthens customer trust and satisfaction, leading to higher renewals and upsells.
Salesforce the new face of CRM
What do you like best about the product?
it is user friendly and has a lot of customization to begin. Has a large number of repository of tools that we can integrate from.
What do you dislike about the product?
Customer Survey is least help but there is scope of improvement.
What problems is the product solving and how is that benefiting you?
It help use maintain all the record of our customer from the onboarding to billing and also the conversation.
Seamless Service Management with Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud delivers powerful case management, omnichannel support, and AI-driven automation from a unified workspace. Its agent console and knowledge base surface answers fast, enabling more personalized customer interactions and rapid resolution—whether through phone, email, chat, messaging apps, or self-service portals. Seamless CRM integration means all customer data is always accessible for smarter, more empathetic service to any organization..
What do you dislike about the product?
While robust, Service Cloud’s setup and customization can be complex, demanding time and technical expertise. Its breadth of features sometimes makes the user interface crowded for newcomers, and occasional platform updates may require retraining or process adjustments
What problems is the product solving and how is that benefiting you?
Service Cloud solves fragmented support by centralizing customer data, automating routine inquiries, and providing omnichannel case handling—resulting in faster responses, increased agent productivity, and higher customer satisfaction. It scales effortlessly with your business, adapts to new service trends, and drives continuous improvement through real-time analytics ....
Salesforce service cloud automates our customer support.
What do you like best about the product?
It collects all our customer contacts to the center and thus it is not difficult to keep cases of multiple channels on the same screen. These time-saving suggestions on automation as well as the AI have made life easier and the knowledge base has enabled the agents to solve the issues more quickly.It may be more difficult to use and configure to unfamiliar users. It also needs regular training to be able to maximize all of its capabilities and it might not be cheap with small enterprises.
What do you dislike about the product?
It may be more difficult to use and configure to unfamiliar users. It also needs regular training to be able to maximize all of its capabilities and it might not be cheap with small enterprises.
What problems is the product solving and how is that benefiting you?
It is assisting us in managing inquiries effectively over email, phone, chat, and social media. It also decreases the amount of manual labor, agents are more efficient, and customers will receive faster responses with added personalization to increase satisfaction levels on a whole
Good Software to Use Overall
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to provide a 360-degree view of the customer, enabling teams to deliver personalized and efficient support across multiple channels. The platform’s robust case management, automation tools (like macros and workflows), and AI-powered features such as Einstein Bots significantly streamline service processes. I also appreciate its scalability and integration capabilities, which make it adaptable to a wide range of business needs. Ultimately, it empowers service teams to resolve issues faster while maintaining a high level of customer satisfaction.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful platform, it can feel overly complex for new users. The interface has many features and settings, which can make the learning curve steep. Customization often requires technical expertise or developer support, which can add to costs and implementation time. Additionally, the licensing and add-on pricing can be expensive for smaller teams, and certain updates sometimes cause changes to workflows that require re-training.
What problems is the product solving and how is that benefiting you?
To fast track customer requests
Salesforce Service Cloud is a Comprehensive Customer Service Solution with Room for Improvement
What do you like best about the product?
360-degree customer view that consolidates all customer interactions, cases in one place
Advanced case routing and assignment rules that efficiently distribute work to the right agents
Powerful reporting and analytics tools that provide actionable insights into service performance
Knowledge base functionality that helps agents and customers find solutions quickly
Omni-channel support allowing seamless handling of cases across email, phone, chat, and social media.
What do you dislike about the product?
Performance can be slow during peak times or with complex configurations
Cost can be prohibitive for smaller organizations, especially when including add-on features
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving key problems and providing specific benefits:
1. Case Management Efficiency
manual case tracking and paper-based systems
Automated case routing saves hours of manual assignment work
2. Customer Experience Enhancement
Single view of customer history enables personalized service
Quick access to past interactions prevents customers from repeating information
3. Team Productivity
Agents can handle more cases with automated workflows
Knowledge base reduces resolution time for common issues
Service Cloud out true Single Source of Customer Truth
What do you like best about the product?
Service Cloud is fully customisable, allowing my team to build out a solution that truly fits our company's needs. It's intuitive interface and layout allows for ease of use while still having the ability to be quite complex in its capabilities. It truly is the leader in the space and a product that has delivered strong success for us.
What do you dislike about the product?
There really is little downside, for the highly technical requirements we do rely on our partners to undertake that work however this does deliver high quality output.
What problems is the product solving and how is that benefiting you?
Allowing for all of our siloed platforms to be brought into one location to deliver a single source of customer truth. This allows for us to better understand our customers and enhance our communication efforts using zero and first party data.
Salesforce Service Cloud review
What do you like best about the product?
Intuitive and professional streamlined. Lots of automation possibilities you can build and customise.
What do you dislike about the product?
Due to multiple ways of achieving the same results, user training can be a challenge.
What problems is the product solving and how is that benefiting you?
Improving response rate to customer queries and better customer experience
Comprehensive integration and workflow capabilities streamline lead management and after-sales processes
What is our primary use case?
Clients use Salesforce Service Cloud because they want to have a central place for leads and after-sales, both together at one place, integrating sales and after-sales in one location.
My clients for Salesforce Service Cloud are usually enterprises, and they are mostly government entities.
What is most valuable?
The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy. You can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily.
What needs improvement?
Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple.
What do I think about the stability of the solution?
When it comes to stability, Salesforce Service Cloud rates around eight. It is a stable application, and I have seen very few issues after implementing.
What do I think about the scalability of the solution?
In existing applications, Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
How are customer service and support?
When considering the technical support from Salesforce, it rates around eight.
The reason for this rating is that normally, you are dependent on the partner. Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
How would you rate customer service and support?
How was the initial setup?
In terms of the initial setup of this tool, it is easy to set up. None of the Salesforce tools are difficult to implement as they are very user-friendly.
What other advice do I have?
Salesforce Service Cloud and Commerce Cloud are part of the same family, and we have implemented both of them.
Regarding the automation tools in this solution, I have not used Einstein, but I am aware of it. From what I hear from people in the team, it works well, although it performs better in Salesforce platform-related areas.
Regarding the pricing of Salesforce Service Cloud, licensing is not expensive, and you get a very economical solution. Compared to other solutions, it might be slightly expensive, such as when compared with Zoho or similar solutions, but overall for the platform that it provides, its value is good enough.
Based on my experience, I would definitely recommend Salesforce Service Cloud to other businesses. I rate this solution 9 out of 10.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
